Troubleshooting Reinstate Device Management on iOS Devices

Applies to: Insights and Premium Members

Child's devices: iPhones or iPads 

Restore Connect on iOS Devices

Parents will get a Red Alert when a child has tampered with or tried to remove the Connect App. The Connect App cannot be fully deleted from a child's iPhone or iPad unless the app is deactivated by a parent first. 

Here's how you can restore Connect to an iOS device.

Restore the Connect App Icon

The most common issue is a child deletes the Connect App icon from their iPhone or iPad. But, deleting the icon does not delete the Connect App! 

The missing icon can be a problem for Premium Members, because their child cannot request Play time or access to blocked websites without the Connect App. Use these steps to restore the icon.

On your child's iPhone or iPad:

  1. Swipe left until you see the App Library
    Tap in the App Library search
  2. Type Connect 
  3. Hold your finger on the Connect App icon
    Tap Add to Home Screen

A parent with a Premium Subscription can use their Connect App as a remote control to allow access. 

However, it's easier if your child uses their Connect App to ask. Their Connect App will copy the information, so a parent only has to approve or ignore the To Do with the request.

Manually Update the Connect App

Another reason a child can stop the Connect App is automatic updates are turned off. Some parents turn the automatic updates off to avoid unexpected mobile data charges or because, as a parent, they want to choose what is updated. 

You can manually update the Connect App to get the latest compatibility and privacy updates from Apple.

On your child's iPhone or iPad:

  1. In the App Store, search for "Family Zone Connect"
    Tap UPDATE 
  2. Or in the What's New screen, tap UPDATE 
  3. After the Connect App downloads, tap OPEN

For more details on updating apps in the App Store 

We recommend you set the App Store to automatically update apps. See Apple's website for information about allowing apps and updates to be downloaded over mobile data. 

Reset your Child's Cyber Safety Profile

Excludes: Schools requiring kids to use Connect in Filter-Only mode and Parent's iOS devices

In October 2021, functionality was added to the Apple iOS Settings to prevent your child from deleting the Connect App on an iPhone or iPad. 

If you are receiving Red Alerts that your child's Device was tampered with -- or were a customer before October 2021 -- use these instructions to install a new iOS Profile. 

Before you start

  • Have your parent PIN, email and password ready
  • Have the passcode for your child's iPhone or iPad

Temporarily deactivate the monitoring

On your child's iPhone or iPad:

  1. Tap the gear icon 
  2. Enter your 4-digit parent PIN 
  4. At Remove controller?, tap OK  

Sign in and setup the new profile  

  1. At Welcome to Family Zone, tap I already have an account
  2. Review the legal documents and tap Next  
  3. Enter your parent email and password
    Tap Sign in 
  4. Tap Child  
  5. Tap on your child's name 

Download the Profile

  1. Tap NEXT 
  3. Tap Close 
  4. Tap Allow
    Leave the window open and switch to the Apple home screen 

Add the Profile in the iOS Settings 

  1. In the iOS Settings, tap Profile Downloaded 
  2. Tap Install 
  3. Enter the passcode for this iPhone or iPad 
    Tap Next 
    Tap Manage 
  4. At Remote Management, tap Trust 
  5. At App Management Change, tap Manage 
  6. When you see the VPN & Device Management, tap Back 

Restore Location Tracking  

Depending on how the Location settings were tampered with, you may see slightly different options. Use these steps to restore the Location tracking.

  1. Tap on the red banner 
  2. At Permissions, tap ALLOW 
  3. At Location, tap ALLOW 
  4. At Always allow access to location
    a. Tap Allow While Using App and tap Change to Always Allow (you are done)
    b. Or, tap Open settings (continue with the next steps)
  5. You will see Settings > Connect App 
    Tap Location 
  6. Tap Always 
    Restart your child's iPhone or iPad

Red Alert Device Management Removed 

A notification will be sent to your Connect App when you deactivate and restore your child's Connect App. Open your To do and ignore "Red alert: Device management removed".